[Remote] Care Specialist (Overnight Hours)

Note: The job is a remote job and is open to candidates in USA. Empathy is on a mission to help families through life’s most challenging moments. The Care Specialist (Overnight Shift) role is integral to providing live chat and phone support to families navigating loss and other challenging life events, offering first-in-class care and assistance with various user requests.

Responsibilities

• Provide expert, empathetic chat support to users, addressing both practical and emotional needs
• Provide phone support to users, primarily via inbound calls, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support
• Assist in creating detailed Care Plans for users
• Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types
• Demonstrate excellent written and verbal communication, using the Empathy ‘voice’
• Utilize critical thinking and problem-solving abilities to resolve user challenges
• Conduct comprehensive research to identify and provide access to essential resources for our users
• Assist in the maintenance of the Care Team knowledge base and resources related to your role
• Act as a product expert who connects users to Empathy-specific tools and resources
• Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience
• Relay user insights and identify knowledge gaps to support product development
• Excel in organization, documentation, and time management to meet SLA requirements
• Work as a team player across different functions and quickly adapt to assist with tasks as needed, reflecting the dynamic nature of our operations
• Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data
• Engage in short-term projects that may vary based on the evolving needs of our business, as directed by management

Skills

• Warm-hearted, empathetic, and patient team members
• Excellent verbal and written communication skills
• Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
• Ability to quickly adopt and navigate new technology, tools, and platforms with a strong ability to adapt to evolving digital environments
• Comfort working within defined procedures and translating complex steps into clear guidance
• Excellent communication, organizational, and interpersonal skills
• Strong love of learning and conducting research in unfamiliar fields
• Demonstrated problem-solving abilities involving challenging deadlines and priorities
• Ability to work consistently and independently during overnight hours, with strong time management and focus throughout the shift
• Ability to organize multiple tasks and projects and maintain control of workflow
• Ability to analyze situations and make independent professional judgments without close supervision
• Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields, offering a stepping stone into our specific service areas
• Familiarity with Google Suite, Slack, Zendesk, or similar platforms

Benefits

• Company equity in a high-growth start-up
• Annual remote work stipend
• Paid bereavement leave
• Comprehensive health insurance coverage
• Generous paid time off, including company holidays, vacation days, and paid leaves
• Retirement savings plan with employer matching

Company Overview

• Empathy is a support system mobile application that guides and supports families along the journey of loss. It was founded in 2020, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.empathy.com.

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